Managed Website Hosting Terms and Conditions
1. PLAN SUMMARY
In order to continue at optimal performance and security, your website should be on an ongoing website care plan which will provide optimal website performance, server-level security and ongoing website updates.
Below are the details of our WP Fiddly Bits website care plan, commonly asked questions, and terms of the agreement.
This agreement is aimed at providing ongoing care and support to your website through a partnership with Babylonian Associates Ltd [trading as WP Fiddly Bits] to be your dedicated webmaster for your website.
This agreement should be read in conjunction with our standard Terms for Supply of Service which can be read here.
2. BUSINESS NEEDS
Specifically, the ongoing website care plan needs to fulfill the following business needs:
- Continual performance with reduced errors and optimal load times
- Security to prevent malicious hacking and viruses
- Monitoring for any issues or conflicts during WordPress updates and plugin updates
- Communication with the web host on troubleshooting bugs or hosting issues
3. PLAN DETAILS
Basic Plan Details:
The monthly plan will consist of executing the following services:
* Update WordPress Version
* Update WordPress Plugins
* Backup of Database and Site Files
* Database Optimization
* SPAM & Revisions Cleanup
* Security and Performance Scans
* Performance Optimization
* Daily Site Backups [Only if we host your website on our own server]
* Monthly Site Backups off-server
* Server level security [read more on our security procedures here]
* Email Support
Monthly fee: from £97+VAT
You can view the other options for ongoing plans on our webpage should you need a plan with more services, including monthly web development work.
Our hourly rate for ad-hoc web development work including fixes is £67+VAT and chargeable in hourly increments.
Project work e.g. website builds or refreshes will normally be charged as a one-off job and we will agree on this fee with you in advance of starting work subject to an agreed brief from you.
If you instruct us to do development work for you, including image changing, content, SEO and creation of new posts and pages on your website and you do not have a plan which includes development time then you will be charged for this work. Please check in with us if you are not sure whether your request will incur a charge.
Q: Why do I need an ongoing website care plan as well as hosting?
A: Our hosting provides our clients with excellent features such as a fast server, top security, free SSL certificates and a CDN [cloud delivery network]. However, hosting alone will not keep your website framework updated and we don’t recommend auto-updating plugins, and rightfully so.
You see, WordPress plugins are created by multiple authors, and are consistently updated to newer versions to comply with the latest version of WordPress, or to address security issues and bugs. It is not guaranteed that the mandated updates to WordPress will not break the website, nor that plugins will continue to function if not updated. In addition, sometimes WordPress updates before developers have updated their plugins to work correctly with the new version.
For this reason, having a trained web specialist on hand to monitor the website is necessary to update plugins, rollback plugins, replace plugins or even adjust the theme to continue optimal performance.
Q: Can I cancel anytime?
A: Yes, you can cancel anytime. You are under no obligation to continue the ongoing service. We require 30 days notice so we can carry out our last thorough update of the website, supply you with a full backup and remove our administrator credentials.
Q: How do I contact you when I have a problem?
A: We provide a support ticket desk for quick turnaround and tracking of all support requests. You can submit all requests to [email protected] and we will reply within normal business hours.
Please don’t use social media; other emails; texts/WhatsApp messages; the website chatbox or carrier pigeon to contact us with support requests – we may miss your messages or not respond in a timely way.
By following the Emergency Helpdesk Procedure we have an audit trail of your issue which enables us to support you better and fix you up sooner!
If your issue is an emergency and is outside our working hours, AND you have an Update or Maintain Service Contract with us please follow our out of hours procedure.
Q: What if I’m hacked? Or have a virus or malware on my website?
A: If you are using our hosting then relax, then you are protected via our server security. We are so confident that your site [s] is/are safe with us that we do not charge for fixes related to hackings/malware for websites which we host on our own servers.
If you do not host your website on our servers then the fee for a ‘unhack’ is charged hourly at £77 per hour – a typical unhack charge is £196, but may be more depending on the level it was compromised.
Q: Will you help with SEO, social media, graphics and other requests?
A: Yes we can! Please arrange a call with Alison here: Alison Rothwell’s calendar.
5. AGREEMENT – Please read this in conjunction with our standard Terms for Supply of Service which can be read here
You are engaging Babylonian Associates Ltd, as an independent contractor to perform work as described in the package(s) or service(s) you have purchased. In the event access to your website is necessary, you hereby authorize Babylonian Associates Ltd access and “write permissions” to all directories and files of your account with any other third-party hosting provider, as well as permission to install any necessary WordPress plugins for maintenance and security.
Pricing & Payments:
Once a client of Babylonian Associates Ltd, you authorize Babylonian Associates Ltd to charge the payment method you submitted for all the invoices generated for the services rendered under this ongoing website care plan. This is a recurring plan and you will be charged automatically every 30 days. If you cancel your automatic payment to us without our prior knowledge and agreement then we reserve the right to terminate our contract with you and take your website[s] down. We may also remove any admin access you have to your website[s].
There are no refunds for Annual payments if you leave us after the first 90 days of your contract.
Cancellation of any monthly recurring service can occur at any time after your first month (30 days) of service. We require 30 days’ notice so we can carry out our last thorough update of the website, supply you with a full backup and remove our administrator credentials.
In order to change the payment method, simply contact Babylonian Associates Ltd 5 working days prior to your payment’s due date.
Third Party or Client Page Modification:
You acknowledge that you or your staff have access to independently edit or update web pages within WordPress platform.
You also acknowledge that anyone other than Babylonian Associates Ltd or its subcontractors who attempt to update the website and damage the design or impairs the ability for the web pages to display or function properly may result in time to repair the web pages in order to restore the website.
In this event, damages will be assessed at an hourly rate of £67 per hour with a one-hour minimum. Work to repair the website from third-party modifications is outside of the support time and scope of the on-going website care.
Limitation of Liability; Disclaimer of Warranties:
Although there are limitations to the guarantees we can provide, your satisfaction is very important to us. Please read and understand our limits of liability before engaging in our services.
Although we strive for your website’s optimal performance and security, we did not build the WordPress software or plugins used on the website, nor are supplying the hosting platform it runs on.
For this reason, Babylonian Associates Ltd does not represent, guarantee or warrant that the functions contained in these webpages or internet website will be uninterrupted, error-free, free from loss, corruption, attack, viruses, interference, hacking, or other security intrusions, and Babylonian Associates Ltd disclaims any liability relating thereto.
To the extent not prohibited by law, in no event will Babylonian Associates Ltd be liable to the client or any third party for any damages, including, but not limited to, any lost profits, lost savings, loss of data, business interruption, or incidental, consequential or special damages arising out of the operation of or inability to operate these webpages or website, however caused, even if Babylonian Associates Ltd has been advised of the possibility of such damages.